ComplaintsforHawaii Family Dental Centers

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I am not happy having to file yet another complaint against the Kihei dental office. I had a dental appointment on 7/24/24 at 3:30. I arrived at 3:20 for my appointment and was told my appointment was cancelled. I had gotten a reminder and confirmed my appointment as requested. Now I look back and my confirmation is nowhere and it says my appointment was canceled by MY request! I did not obviously make such a request. This has happened before and I am tired of it. They continue to waste my time as if my time has no importance! I was not informed of any cancellation and made it a priority to be there, even cancelling another appointment that conflicted with it. Do the people in the ************ know what they are doing? I try HARD never to miss a dental appointment because the big lady who works kind of behind the scenes won't reschedule for four or five months!!!! I am very tired of the incompetence of the ************. My time is valuable too. I had NO evidence that anyone contacted me and I can show you the screenshots of email, text, and messaging to prove it.

  Business response

  07/26/2024

  Dear ****,

  I hope this response finds you well.  I would like to address your recent complaint regarding the cancellation of your appointment.  We understand the importance of clear communication and strive to provide the best possible service to our patients. 

  On July 22, 2024, at 11:37 am, our office called and left a message to inform you that your scheduled hygienist would not be available the day of your upcoming appointment.  We followed up with an email at 12:00pm the same day to ensure you received this information.  In our communication we offered an appointment with another hygienist on the same day at a different time.  ********** did not receive a response from you.

  We understand there may have been some confusion, and we sincerely apologize for any inconvenience this may have caused.  However, it is important to clarify that the cancellation was initiated by our office due to the unavailability of your hygienist, not by you.

  We were please to accommodate you with an appointment on July 26, 2024, and we hope this arrangement was satisfactory.  Our goal is always to ensure our patients receive the care they need in a timely and convenient manner.

  If you have any further concerns or questions, please do not hesitate to contact me, ********************************** Executive Manager at ************** instead of having to go through the trouble of involving BBB.  We value your feedback and are committed to improving our services.

  Thank you for your understanding.

  Sincerely,

  *****************************

   

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/10: I came to Hawaii Family Dental ***************** to see a Dental Surgeon. I didn't have my insurance card with me but per insurance company instruction I provided my insurance info. They told me it's a lengthy process for them to reach out to insurance company to get my claim paid off. They suggested to pay the full price immediately and handle the claim with my insurance company myself. I didn't think that was fair. After long conversation the office manager finally agreed to reach out to insurance company for my claim. 1/18: I called the surgeon coordinator to check on my claim status. She said they filed the claim but haven't heard back from the insurance company. 2/26: I called again and still same answer. 3/8: I called again and still same answer. 4/4: The Dental office called me for the outstanding balance. I explained my situation and gave the name of staff they should reach out to. 4/8: The surgeon coordinator called me and left a vm to check on my next appointment. Didn't mention of any of my claim status.4/11: At the end of appointment, a billing staff told me that my insurance company rejected the claim and therefor I should pay for full price for the service. I was perplexed because I have a high option coverage from a major insurance company. I paid $277.43. 4/9: I called my insurance and they told me the claim was not filed until 4/8. They said CT scan is not covered but the other charge is. The dental office needed to use a different code. But since they filed the claim so late and the deadline of 3 months has passed I probably can't get it fixed. My insurance rep also told me I should stop going to Hawaii Family Dental since they had been lying to me past 3 months. I left a vm to the office manager but never heard from her ever since. *Now I am in search of a different dental office for my surgery. One office told me it's hard to get my CT copy from Hawaii Family Dental. I want full refund for the time and effort I wasted.

  Business response

  04/29/2024

  ***********
  
  Please accept my sincere apologies for the issues you had. I want to address each of your complaints point by point.

  
  Your comment: I didn't have my insurance card with me but per insurance company instruction I provided my insurance info. They told me it's a lengthy process for them to reach out to insurance company to get my claim paid off. They suggested to pay the full price immediately and handle the claim with my insurance company myself. 
  Firstly,we were able to gather your first insurance information; however, we did not receive your insurance information promptly and could not do our verification.  Our staff could not give you a complete estimate because of that. Without insurance information before a visit, it can be difficult to obtain accurate verification information and estimates. If insurance information is provided at the time of service, we do our best to verify and attempt verification of services, but this may delay our ability to give you a complete estimate of benefits.
  Secondly,the procedures you did usually are not covered benefits by MOST insurance, hence the collection of the amount. 

  
  Your comment: After long conversation the office manager finally agreed to reach out to insurance company for my claim. 1/18: I called the surgeon coordinator to check on my claim status. She said they filed the claim but haven't heard back from the insurance company. 2/26: I called again and still same answer. 3/8: I called again and still same answer. 4/4: The Dental office called me for the outstanding balance. I explained my situation and gave the name of staff they should reach out to. 4/8: The surgeon coordinator called me and left a vm to check on my next appointment. Didn't mention of any of my claim status. 4/11: At the end of appointment, a billing staff told me that my insurance company rejected the claim and therefor I should pay for full price for the service.
  
  Based on this information, I agree that our internal communications can be improved. We are currently looking at where our failure is and will use this as a training opportunity.  Please accept our apologies for this.
  
  Your comment:  I was perplexed because I have a high option coverage from a major insurance company. I paid $277.43.
  Even with high-option coverage, please understand that most insurances do not have benefits for your procedure.
  
  Your comment: But since they filed the claim so late and the deadline of 3 months has passed I probably can't get it fixed. 
  Most insurance companies have a 12-month filing deadline after the date of service. We have never heard of an insurance company having a 3-month filing deadline.
  
  Your comment: One office told me it's hard to get my CT copy from Hawaii Family Dental.
  This is untrue.  We can provide any other office with which you seek a copy of your record.  I will have the office mail you the copy today.
  
  Your comment: I want full refund for the time and effort I wasted. 
  Disputed Amount $27.43 and Desired Settlement: Refund
  I want to share with you that when insurance denies any procedure, dental providers can typically charge our UCR (Usual Customary Rates); our fee for a CT is more than $500 without other services being billed, but only billed you $277.43 per your records,meaning we provided a discounted rate due to our relationship with the insurance company.  However, I will get your refund of $277.43.  If you agree to the refund, please notify BBB that this complaint had been resolved and I will be contacting you via email to get that processed.  

   

  Sincerely,

  *****************************

  Sr. Executive Manager for Hawaii Family Dental

  [email protected]

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Some months back I had this same problem and it was frustrating. I was instructed by the front desk to call all the insurance companies and see what they said about billing. I didn't think I, the client, should have to spend time doing THEIR job, but I spent an afternoon calling ****** (who the limited HDS plan is with); HDS as well as Cigna. Everyone of them could not understand the problem the front office of this dentist office was having and each told me the front office was wrong. They all said, it's your insurance and you decide how it is billed. I put it all in a letter and went to the dentist office to deliver it. However the front office looked at the letter and said they didn't need it and assured me the problem was resolved. So months later, TODAY, I arrived at the office at 3:35 pm according to my phone as I entered the office. One of the staff then gave me a form to sign (as I was trying to sign in) and I told them no, **************. The staff member said they couldn't, that eventhough we have two insurances, I could ONLY have two cleanings per year. The Cigna pamphlet says nothing at all about this, so we argued. I was angry that I was ONCE AGAIN having to deal with this issue that I was previously assured was resolved! They used up so much time that they then said I had no appointment anymore! I arranged my whole day to make sure I made it to THAT appointment, only to be told I now had to reschedule!!! And that isn't easy to do. I had the sense that there was other personnel problems going on, but that should not be my problem as the client. I still don't have a replacement appointment and it could be months before I can get one. This does not seem appropriate or professional and I do not want to have to keep dealing with this nonsense.

  Business response

  01/02/2024

  On Dec 22, 2023 

  Spoke with patient letting er know about her insurances and the difficulties due to subscriber and husband's information.  She is happy with the calls and is no longer confused about the issue.  **** is satisfied and is appeased regarding this complaint. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hawaii family dental ignores its patients because they are too busy, their dentists have WAY TOO many patients and as a result your patients suffer and lose money while you pack as many people in as you can.]They refused to give me a 3d xray that I asked for. As a result they never found one of my teeth was broken on the bottom. I spent thousands on 2 crowns and several fillings trying to track down the problem. The problem the whole time was that HFD wasnt looking closely at my teeth and using the right imaging.I went to a good dentist after HFD, and he solved my year long problem in just a few minutes. Extracted the tooth which shoul dhave never had a root canal or crowns.HFD left me suffer with a metal taste an dpain in my mouth for almost a year. I asked again and again for help and to follow up. they were too busy.People should be aware that this is more like a ********** than a dentist their goal is to get as many people in and out as possible, not do solid work. My dentist here was shocked by the work he saw.I asked nicely for a partial refund, they blamed me for the problem and refused.

  Business response

  09/25/2023

  We had our dental advisor review this case very thoroughly and it was found that there was no wrongdoing by our providers involved.  No refund will be issued.  

  Customer response

  09/27/2023

  They have offered $712.50 to cover the cost of the extraction I had to have.

  So at this point, so long as those funds are delivered I will likely withdraw my compliant. for now I would like it on hold.

  -Teddy

  Customer response

  10/04/2023

  They in fact did give me a $712.50 refund. I release them from this claim and ask that this report/case be cancelled

  Customer response

  10/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and despite them saying they hadnt planned to give me a refund. they did. I just cashed it, so I want this case dismissed/closed.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 21, 2022 I went to Hawaii Family Dental for my first visit and got a routine dental exam, cleaning and X-rays. I was recommended to return within 6 months to do another follow up. The day before my follow up appointment I called the office to confirm my appointment at which time I was told my Doctor had left the business and they apologized for not letting me know and that they could not accommodate a new appointment until the end of the year or early 2023. Due to not receiving any notifications of my appointment being canceled and me wasting my request off from work I left the business to seek another Dental office.On January 2023 I got a new doctor and they ran my insurance to ensure everything was covered under my insurance.On Aug 11, 2023 I received a call from Hawaii Family Dental (HFD) stating I owe money on a procedure that was initially covered on April 21, 2022 but now no longer covered when they filed the claims in March 2023. Because they choose to file the insurance claim about a year later the insurance no longer will pay them due to another Doctor already claiming the work done.I was called about the bill on Aug 11, 2023 and HFD claim they sent email of my bill from March 2023 of which I never received. From March to August no one called me or physically mailed me a bill. Now they want to file my bill to collections by the end of month. Less than a month of being notified.They have a lack of communication and wait to the very last moment to file claims which is now causing me unfair financial burden. If they had done their due diligence, my insurance company would have notified my new doctor that the procedure has been done for the time spand and would have disclosed to me if I wanted to proceed at my own cost or wait till my plan renews.

  Business response

  08/28/2023

  ************. Our records do indicate your insurance claim was originally submitted within 1 day of your visit in April 2022. I show the team followed up and resubmitted the claim several times over the next year and I am unable to determine why this claim did not reach your insurance until January 2023. We will continue to work with our team on the claims submission process as our goal is to resolve patient claims as quickly as possible. 
  We will also work on the communications with the team regarding collections efforts. After 120 days, the accounts do come to the team for collection efforts to begin. However, we do attempt to make contact in office, including calling, texting, emailing and/or mailing statements regarding the balance. We would not send an account to a third party collection agency without due diligence to contact patient to resolve internally. The communication regarding collections efforts was an internal collection team, not a third party collection agency. No account has been turned over to a third party agency, nor reported on your credit. 
  As a courtesy due to the miscommunication regarding your account, we have completed an adjustment for the denied service and your account balance is at zero. Thank you for the opportunity to improve our service to our community

  Customer response

  08/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Vanemar Ulit

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Hawaii Family Dental to have my temporary crown cemented back in and also a filling had come out of tooth #**. The dental assistant took an **ray of my tooth where the filling had come out, then proceeded to fill the tooth and cement my crown back in. My crown fell out an hour after I left the office and the temporary filling came out 23 hours later. I called immediately to have it fixed. I shared with them when I was available and to give me a few options. They offered me the following Sunday or Monday which I had to decline due to I also work. I shared I was available any other Monday or Thursdays. I called their other office and was told they had no openings for months. I spoke to many of their staff members including *************************** (a manger) and she told they are short staffed and she didnt have any records on my tooth #** being filled, I said, did you see the **ray? She said yes! Theres the proof. ******* was also trying to intimidate me by talking about my past visits/ records which had nothing to do with the current situation. She did inform me that *********** did not charge me, however, here we are 9 days later and I still have the same problem, my crown is off and I have a hole in my #** tooth of which there is no damage yet to the tooth/root and the longer they postpone filling my tooth the more vulnerable I am to more damage ie. the root will which will require root canal and a crown. All of this could be avoided if they honor their work with integrity, that is done on patients. Through this whole process, Ive spoken with numerous staff with no solutions, Im put on hold! Also, I never met ************. The employees also told me they are a business and I should take what they offer even if it interferes with my work. Are they paying my bills? NO. I need help before I lose my tooth. Ive been paying my premiums and feel they should honor and respect their clients. Yes, they should get me in as soon as possible on a Monday or Thursday.

  Business response

  07/27/2023

  After review of the account, we did determine that tooth #** was provided a TEMPORARY filling as well as recemented the temporary crown again at patients only visit in almost 2 years. Neither of these services were completed at Hawaii Family Dental originally and patient has been referred back to her primary care dentist that provided the original treatment. Patient was also recommended to return for a full mouth evaluation to better treat her and determine best course of action for a permanent solution for #** filling that has come out. We, as most other dental and medical offices across *****************, have limited availability for appointments and do our best to accommodate all patients with their requests. If there are no current available appointments, we offer to place patients on a short call list for any cancellations and put them on the next available appointment. We do not take liability for treatment completed by another office, nor guarantee that a temporary solution will last. We recommend patient is seen for an evaluation to determine what treatment is needed for a permanent solution to concern on tooth #**.

  Customer response

  08/01/2023

   
  Complaint: 20347066
  
  I am rejecting this response because: The respondents reply is incorrect in facts.  I moved to the big i island December 2020 during covid.  I had a dental emergency in 2021 and dentists were not scheduling patients. I finally found a dentist that took me on as an emergency ie, my tooth that needed the crown. That dentist gave me antibiotic that I had an allergic reaction to and my throat started to close up, so he gave something else. I refused to go back to him.  I did not have dental insurance and was paying out of pocket. Since we were in the thick of covid and I couldn't find a dentist here on the big island, I called my former dentist on Oahu who I hadn't seen since 2017, he graciously said he would help me and he did. I paid in full and am still paying for my crown which is still waiting for me on Oahu. And, yes, two years later. 

  I was NOT advised by Hawaii Family Dental to go back to him or any other dentist for that matter. I was searching for a dentist here on the big island and when I signed up for my dental, I had the option of a PPO or Hawaii Family Dental, I chose Hawaii Family Dental due to the clinics they had on island, I figured I couldn't go wrong. How sorry I am! Everything has gone wrong! I first went to Hawaii Dental Clinic in ****. The dentist who was from Oahu, cemented my crown back in and that came off while I was still in the chair at the office, he commented that he didn't mix the cement properly, so he redid the cement and made another comment, it won't come off, which it didn't until recently. I also had a full set of x-rays done in that office, when the dentist said I didn't have any cavities my red flag went up due to x-rays back in 2017 which showed a cavity in my front tooth. RED FLAG again. So, I decided to try the other clinic in ****
  

  A few months ago, my #** tooth chipped along with the PERMANENT filling. I scheduled an appointment at ************** clinic to have my #** tooth repaired. ************ did NOT come to meet me nor look at the tooth which had #** was a permanent filling.  Had the dentist examined my tooth she would have discovered the chip, which is still there. And, like I said, I didn't meet the dentist only her technician who cemented my crown and put a temporary filling in my #** tooth, all of which the crown fell out an hour later and the filling in #** canme out 24 hours later. I was told to schedule another appointment to have my #** tooth permanently repaired.   I called and waited for call backs with NO response from Hawaii Family Dental. Due to falling the previous evening, I told the staff i would call & schedule my next appointment.  It was challenging from there. I didn't want to go back to that clinic due to my experience. I spoke to numerous employees who gave me the run a round with NO appointments available for my follow up to repair my #** tooth.  I then called a manager (who I think responded to my complaint). She tried intimidating with the same response she replied to my complain NO/incomplete facts. On my phone call to her, she started to tell me to find a clinic, I then hung up. I spent many hours on the phone trying to get an appointment.to no avail. The staff were telling me they needed to have my records sent to the **** clinic since in their eyes, *********** was my dentist!  Again, I ever met her!  I believe I have a choice on who I see as a dentist, so I was trying the **** clinic. Again, no appointments!  I went into the **** office and Napua, **** rep. called to schedule me an appointment and was told I was blacklisted, hence, here we are.  ************ lacks professionalism, integrity, compassion and ethics.

   

  Sincerely,
  
  ***********************

  Customer response

  08/10/2023

  Since Im not getting the proper help from BBB, Im turning my case over to my attorney .

• Initial Complaint

  11/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have terminated my appointments at waterfront family dental a couple years ago. do not have exact date.I had always used my insurance coverage, never needed a billing.they continue to send to me a billing statement that is clearly not mine.I have reported this to their billing department twice now in the past year or more. they have said that it is wrong and will stop sending.they are not complying with my request to take my name off this billing.The last two invoices came on the following dates;10/17/22 11/17/22 these were 3 and 4 of the number of times I have reveived this faulty billing.I received another again.

  Business response

  11/28/2022

  The issue had been resolved.  Apologies and thank you for your patience.  

  Customer response

  11/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to *************** for a routine crown prep on 6/30/21. During the prep he drilled past the tooth dentin, exposing the pulp. Great pain followed. I returned to the office on 7/5, 7/6, On 7/7 I met with Root canal Dr **** In turn he referred me to ***************** *y crown payment was refunded in full before I was told the tooth couldnt be restored. Suspicious indeed. *he tooth was **rayed for the third time in a week. ******************* spots a tiny cavity under the tooth. States he sees the cement is down inside the tooth. *he only way this occurs is if the surface tooth is breached. Suggested I see the 4th dentist and have it extracted. I was already on an antibiotic due to immediate infection. Dr * attempted to extract. *y normally average to low ** was outrageous. He used several numbing shots. With no numbness to the tooth. I couldnt use the right side of my face. *hey refer me to an oral surgeon for sedation and extraction. Over a month out. I got in on August 19. $1000 vs $200. I reported the incident to **** *hey referred me to ***** 6 months later they closed the case. With little evidence. I am in possession of the damaged tooth and a picture of the **ray showing the cement inside the tooth. At the beginning of the complaint I was told the tooth would be examined by a third party. *hey stated no law was broken.Ethical and negligent damage was done. Covering up an error. Also a crown was never going to alleviate the original problem. Which was bone loss. I would like the tooth and picture evaluation done. Dr * did a lot of damage over an 18 month period. Including two upper zirconium bridges placed in an area with .8 mm of bone. 10 mm is ideal. He never checked. Never referred me out. Little to nothing on my dental treatment plan. Another replacement crown came in heavy. He filed it down sharp, square and thin rather than remaking it correctly. *he company treats you rudely once you have filed a complaint. It wasnt a law suit. Im looking for validation.

  Business response

  07/06/2022

  We are sorry that the patient felt so strongly to file a complaint but there is nothing to validate.  Our dental advisor looked into this matter and found that we did nothing wrong.  We also found that her dates and statements are false.  There is nothing nefarious as she had stated.

  Customer response

  07/06/2022

   
  Complaint: 17484244
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Brandon 

  The dates are as accurate as possible I have credit card statements. One or two days off is possible here or there. The department looking over the details does not have the information needed. Were all records and **rays included? Im certain the damaged tooth causing the worst and longest duration of pain in my life thus far was not included in the decision process. Additionally the **ray showing cement inside the tooth via compromised dentin was not considered. There is evidence the company intentionally did not consider. Doing so would bring about a different decision. I would like to have a copy of the records considered by the department. I would venture to say the records are disposed of. As I am no longer a patient or experiment. Please tell me how a decision was reached. I will work on putting statements into PDF format.

   

• Initial Complaint

  04/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being contacted by the collections agency for a **** dated from 4/4/2018 I was never sent a statement and only contacted this year. This was for my daughters orthodontic treatment/ retainer. Collection was made prior to start and now they are requesting for payment 4 years later??

  Business response

  05/11/2022

  ****************,

  If your account was turned over to the collection agency, all information relating to the communication and information can be requested through them. We attempt to contact our patients multiple times with emailed statements, final notice letters mailed and phone calls made before they are sent to a collections agency. With COVID, we gave our patients even more time to contact and resolve balances. All forms of communication will be made available upon request through the collection agency. 

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to get pricing for my procedures for my teeth, I paid 300 some odd dollars for their exam and x-rays only for them to tell me my only option was to pull out all my teeth and put dentures after my original doctor said it's saveable.. I want my money back! **************** was terrible and I felt belittled.

  Business response

  04/19/2022

  **************,

  Thank you for your inquiry. Our operations manager will be reaching out to you to discuss your experience and help come to a resolution. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩